Implementation Manager

Job Objective

We are seeking a dynamic and experienced Manager with a proven track record in team leadership, operational excellence, and cross-functional collaboration.

The ideal candidate will possess strong interpersonal skills, a strategic mindset, and the ability to inspire and lead high-performing teams.

Responsibilities : Project Management

Prepare and manage project plans, identify risks and dependencies for implementation. Lead the implementation effort for assigned customers.

Ensure the project is implemented on time within contractual obligations and regulatory requirements.

Responsible for scope management and change management.

Follow-up with customers to resolve any dependencies and help manage issues / bottlenecks in implementation.

Be an escalation point for implementation team to coordinate with various partners to eliminate any bottlenecks or mitigate any risks.

Communicate status to senior management and customers regularly.

Should have the ability to manage multiple implementations in parallel for various customers.

Team Management :

Lead, mentor, and develop a team to achieve organizational goals.

Foster a positive and inclusive team culture that promotes collaboration and accountability.

Set clear performance expectations and provide regular feedback and coaching.

Drive process improvements and operational efficiencies.

Collaborate with other departments to align team efforts with broader business objectives.

Monitor team performance metrics and implement strategies for continuous improvement.

Offshore Coordination

Work closely with offshore based development and implementation teams to ensure project is going on track and any risks are mitigated well.

Customizing / configuring product workflows most part of it will be done by the offshore implementation team, but must have a good knowledge of it himself / herself as well.

Training

Provide onsite or remote training to end users during UAT or during / after implementation (end to end training). Also organize trainings for customers leveraging offshore training resources as required.

Domain expertise

A very good understanding of US healthcare industry, specifically ambulatory practices  :   Should be able to discuss / understand the customer specific workflows different specialties and provide inputs to the offshore implementation team.

Process orientation

Understand the product implementation cycle thoroughly and provide ideas for optimizing the processes on an ongoing basis to ensure it is streamlined and most efficient.

Customer relationship

Monitor health indicators reports for various customers and identify if there are any challenges in usage of the product.

Understand the support tickets of customer and make sure the right priority is given after discussion with customer.

Ensure customer satisfaction is high in terms of implementation and support.

Work closely with the sales team to understand and update on customer satisfaction.

Help the customer get an assessment on the Return on Investment from the product implemented.

Work location & Travel involved.

This position requires the Implementation Manager to work from the office in Bangalore 3 days a week when the team is in the office.

There will be late night or very late-night meetings with clients in the US. There will be some travelling to customer locations for go-live support and training.

The travel depends on the volume of the project implemented.

Key success factors

Deep understanding of US Healthcare domain (EHRs / PMSs, EDI transactions, payments, etc) knowledge of processes followed in practices / hospitals)

Good knowledge of healthcare interfaces

Good understanding of HIPPA and other healthcare security standards

Excellent communications and interpersonal skills.

Experience to manage multiple clients and projects simultaneously.

Excellent presentation skills

Ability to understand the product very well and end to end workflows that are supported by HealthAsyst products.

Ability to work with a globally distributed team

Ability to work with people at all levels of customer s organization

Ability to manage customer expectations, organize and manage workshops for implementation, and ability to guide / handle end users

Troubleshooting customer issues is desirable

Ability to train users

Education / Experience / Knowledge and Skill requirements

Bachelor s degree in business administration, Management, or a related field (master s preferred).

10+ years of experience with 5+ years of experience in a management or leadership role.

Demonstrated ability to lead diverse teams and manage complex projects.

Excellent communication, problem-solving, and decision-making skills.

Proficiency in project management tools and performance tracking methodologies.

Desirable Managerial Skills and Competencies

Collaboration Skills

Business perspective

Flexibility

Adaptability

Relationship management and networking

Cultural alignment

Skills Required

Ehr, Pms, Project Management, Change Management, Scope Management